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Title:Primerjalna analiza oblačnih CRM rešitev Salesforce, HubSpot in MS Dynamics 365 Customer Engagement
Authors:ID Kocbek, Matic (Author)
ID Sternad Zabukovšek, Simona (Mentor) More about this mentor... New window
Files:.pdf MAG_Kocbek_Matic_2022.pdf (2,10 MB)
MD5: 6842E18F899793BDDD50D37D535BFC33
PID: 20.500.12556/dkum/7b3c4d59-49b7-40c7-a3c6-b829e52e4bd1
 
Language:Slovenian
Work type:Master's thesis/paper
Typology:2.09 - Master's Thesis
Organization:EPF - Faculty of Business and Economics
Abstract:Vse več podjetij seli svoje aplikacije in storitve v oblak. Prehod na računalništvo v oblaku je bil eden najpomembnejših tehnoloških trendov zadnjih nekaj let. Dandanes za podjetja ni več ključno vprašanje izbrati oblak ali ne, ampak kako čim hitreje tja. Podjetja v različnih panogah posodabljajo svoje podatkovne platforme, da bi hkrati izkoristila novodobne aplikacije in napredno analitiko, medtem ko svoje podatke selijo v oblak. Pandemija COVID-19 je tudi eden izmed faktorjev, ki je povečala uporabo oblaka. COVID in nestabilno gospodarstvo sta veliko pripomogla pri pospeševanju k bolj digitalnemu poslovanju, ki bi podjetjem omogočilo, da se lažje odzovejo na spreminjajoče se okoliščine. Storitve v oblaku podjetjem pomagajo, da so sposobna preživeti, ter ostanejo povezana s svojimi strankami in partnerji. Storitve v oblaku so postala za podjetja ''nova normalnost'' in rast se bo nadaljevala saj se tudi vedno več vlaga v digitalno preobrazbo. CRM rešitve, ki omogočajo celovit pogled nad strankami in upravljanje odnosov z njimi, so ključnega pomena za podjetja, da vzdržujejo kakovostne odnose s strankami. V magistrskem delu smo v poglavju Upravljanje odnosov s strankami predstavili zgodovino CRM rešitev, značilnosti, prednosti, njihovo arhitekturo, trende, glavne predstavnike rešitev ter zakaj se vedno več podjetij odloča za CRM rešitve v oblaku. V poglavju Računalništvo v oblaku smo med drugim podrobneje opisali kakšne so prednosti in slabosti ter zakaj uporaba oblaka za podjetja predstavlja manjše stroške kot lokalne rešitve. V naslednjih treh poglavjih smo predstavili izbrane tri rešitve, njihove aplikacije, prednosti in funkcionalnosti, ki jih ponujajo. V zadnjem praktičnem poglavju Primerjalna analiza oblačnih CRM rešitev, smo naredili primerjalno analizo vseh treh rešitev glede na razlike v samih uporabniških vmesnikih, delovanje na mobilnih napravah, razlike v cenah in funkcionalnostih, ki jih ponujajo posamezni paketi ter ocenah uporabnikov.
Keywords:Upravljanje odnosov s strankami, oblačne CRM rešitve, računalništvo v oblaku, Salesforce, Hubspot, Microsoft Dynamics 365 CE
Place of publishing:[Maribor
Publisher:M. Kocbek
Year of publishing:2022
PID:20.500.12556/DKUM-81344 New window
UDC:004.77
COBISS.SI-ID:110230019 New window
Publication date in DKUM:02.06.2022
Views:857
Downloads:108
Metadata:XML DC-XML DC-RDF
Categories:EPF
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Licences

License:CC BY 4.0, Creative Commons Attribution 4.0 International
Link:http://creativecommons.org/licenses/by/4.0/
Description:This is the standard Creative Commons license that gives others maximum freedom to do what they want with the work as long as they credit the author.
Licensing start date:02.03.2022

Secondary language

Language:English
Title:Comparative analysis of cloud CRM solutions Salesforce, HubSpot and MS Dynamics 365 Customer Engagement
Abstract:More and more companies are moving their applications and services to the cloud. The transition to cloud computing has been one of the most important technological trends of the last few years. Nowadays, the key question for companies is no longer to choose the cloud or not, but how to get there as quickly as possible. Businesses in various industries are updating their data platforms to take advantage of state-of-the-art applications and advanced analytics while migrating their data to the cloud. The COVID-19 pandemic is also one of the factors that has increased cloud use. COVID and the volatile economy have done much to accelerate digital business, enabling companies to respond more easily to changing circumstances. Cloud services help companies survive and stay connected with their customers and partners. Cloud services have become a "new normality" for companies and growth will continue as more and more is invested in digital transformation. CRM solutions that provide a holistic view of customers and manage customer relationships are critical for companies to maintain quality customer relationships. In the master's thesis, in the chapter Customer Relationship Management, we presented the history of CRM solutions, characteristics, advantages, their architecture, trends, key solutions and why more and more companies are opting for cloud CRM solutions. In the Cloud Computing section, we described in more detail, among other things, the advantages and disadvantages and why using the cloud for companies represents lower costs than local solutions. In the next three chapters, we presented the selected three solutions, their applications, advantages and functionalities they offer. In the last practical chapter Comparative analysis of cloud CRM solutions, we made a comparative analysis of all three solutions according to differences in user interfaces, operation on mobile devices, differences in prices and functionalities offered by individual packages and user ratings.
Keywords:Customer Relationship Management, Cloud CRM Solutions, Cloud Computing, Salesforce, Hubspot, Microsoft Dynamics 365 CE


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